: The Effect of Service Quality Of Customer Service to Customer Satisfaction in Asian Central Bank of Tanjung Priok Branch of North Jakarta

: The Effect of Service Quality Of Customer Service to Customer Satisfaction in Asian Central Bank of Tanjung Priok Branch of North Jakarta

• By Suryani, Dessy; Kurniawan, Aris; Siregar, Otto;
• Jurnal Nasional Tidak Terakreditasi
• 160
• 197-203

This research uses a quantitative approach, and the analysis used is simple linear regression. The sampling technique used was Purposive Sampling by selecting respondents with certain considerations, namely: The number of respondents taken in this study were 100 respondents of Bank BCA customers in Tanjung Priok Jakarta Branch. Based on the results of this study, it proves that an R value of R = 0.786 means that there is a positive and strong relationship between Customer Service Services and BCA Customer Satisfaction. This gives an indication that service quality affects Customer Satisfaction Based on the calculation of the Determination Coefficient (KD) the results obtained 61.8% which shows that the influence of service quality on customer satisfaction and the rest 38.2% which is influenced by other factors. Based on the calculation of a simple regression equation the equation Y = 18.532 + 0.560X.

• Katakunci Service Quality, Customer Service, Customer Satisfaction, and Banking
• URL https://e-journal.stie-kusumanegara.ac.id/index.php/jrbee/article/view/33
• Penerbit ,

REFERENSI

Agus Eko Sujianto. 2009. Application Statistics With SPSS 16.0. Jakarta: Literature Achievement.

 

Trick, and ratminto. 2005. Service Management, accompanied by the development of conceptual models, the application of citizen’s charters and minimum service standards. Yogyakarta: Literature Reader

 

Budi, Triton Prawira. 2006. Applied SPSS13.0; Parametric Statistical Research. Yogyakarta: C.V ANDI OFFSET. Cooper, R.Donald and Emory, WilliamC, 1996, Business research methods, 5th edition, volume 1, Erlangga, Jakarta Fandy, Tjiptono. 2014. Marketing Services. Andi: Yogyakarta Hardiansyah .2011. Quality of Public Services. Yogyakarta: Gava Media.

 

Kotler, Philip. 2010. Marketing Management. Thirteenth edition of Indonesian. Volume 1 and 2. Jakarta: Erlangga

 

Cashmere. (2017). Excellent Customer Service. (J. PT RajaGrafindo Persada, Ed.) (1st ed.). Jakarta: Kharisma Putra Utama Offset. 

Mukarom, Z., & Laksana, M. W. (2016). Building Public Service Performance. (B. A. Saebani, Ed.) (1st ed.). Bandung: Loyal Reader CV.

 

Moenir, H.AS, 2008, Management of Public Services in Indonesia, Bumi Aksara. Jakarta Sugiyono (2017). Quantitative, Qualitative, and R&D Research Methods. Bandung: Alfabeta, CV. Siregar, Syofian. 2013. Quantitative Research Methods. Jakarta: PT Fajar Interpratama Mandiri. Triyono. (2013). Educational Research Methodology. Yogyakarta: Waves.